Lookfantastic Reviews

Name: Lookfantastic
Address: Meridian House, Gadbrook Park, Gadbrook Way, Rudheath, Northwich, Cheshire
Rating: 1.28

1.3 Rating 1,419 Reviews

6 %

of reviewers recommend Lookfantastic

Company Reviews

Questions

Metrics

1.3

Based on 1,419 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 19%
Accurate And Undamaged Orders	Greater than 69%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Phone:

0844 249 5022

Location:

Meridian House, Gadbrook Park, Gadbrook Way, Rudheath, Northwich
Cheshire
CW9 7RA

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Lookfantastic 1 star review on 11th April 2025

124

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Unhappy with the product supplied, it is not the same as product purchased from saloon”

Helpful Report

Posted 7 years ago

“Can't get my refund for a month now I have paced and payed my order in November. One part of the order was cancelled by lookfantastic later due to supply shortage. They have promised to refund in 3-5 days, but I am waiting and asking for my money for about a month now. They now say that it was supposed to be a payment on despatch and I apparently am not getting my money back. So the conversation goes as follows: I say please refund what I have paid for sth that you have cancelled; they say it is payment on despatch, so you are not getting any. I feel not heard, not respected and have just unfortunately lost my temper and resolved to swearing in the chat (apologies). I would still like to receive a refund though. this is the answer i keep on receiving Unfortunately it appears that the order was cancelled due to the item being out of stock. Therefore as the order was never dispatched and so as suggested in our previous message no payment will have been taken as payment is received upon dispatch. I HAVE PAID AND THE ORDER WAS CANCELLED THREE WEEKS AFTER MY PAYMENT WAS PLACED. I HAVE PROVIDED THE SCREENSHOTS FROM MY BANK TRANSACTION AND SCREENSHOTS FROM LF CONFIRMING RECEIVED PAYMENT.”

Helpful Report

Posted 7 years ago

“I have ordered an Elemis body oil . It took over 1 month and I still have not received the product, after calling the call center twice. The second time had to deal with a very unpolite agent saying that I dhould go and pick up the product from the customs ! I have cancellex the order and am still expecting the refund!”

Helpful Report

Posted 7 years ago

“Ordered a luxurious skincare set of 3, one product was defect (pump serum does not work). Have sent 4 messages to customer service team since I received this package, 3 weeks ago and they are not willing to agree on a return and full refund. Will not buy again from this website! Extremely poor customer service.”

Helpful Report

Posted 7 years ago

“purchased liquid soap and the package arrived all damaged and poorly packaged and everything had spilled all over the box. Reached out to them and after days of back and forth they offered a 10% discount. Recommend NEVER purchasing from them. Very bad reputation and terrible customer service.”

Helpful Report

Posted 7 years ago

“Extremely poor experience and suspect they deliberately trick people to their site with great offers they cannot deliver. Ups...our supplier can not deliver :-( Their logistics and deliver is also very poor in those few cases you actually get the product. No willingness or flexibility to help out getting a similar order to the same price when they (AFTER A MONTH!!) inform me they cannot deliver. I bought products during Black Friday and as a minimum I asked to get the same price with my re-order. Denied by Eva in Nordic Customer Service.I will cancel my profile with them and suggest you look to some of the other similar websites like Escentuals.com, which I have had good experiences with.”

Helpful Report

Posted 7 years ago

“Ordered perfume for Christmas presents and they arrived unboxed. Items looked fake and were completely worthless as I could not give them as gifts. The smell of the perfume of one of the opened boxes is very poor and did not last long on my skin leading to the confirmation that the item is fake. Do not purchase from this company, pay that little bit extra and use someone trustworthy”

Helpful Report

Posted 7 years ago

“Accidentally ordered wrong item. Immediately asked to cancel & was told it had been done. A few days later was emailed to say item had been dispatched & money taken from my account. Messaged customer service to explain situation and complain. Basically just told to return the item for a refund, and their returns label is not tracked or timed delivery. No attempt at small gesture of goodwill or any particular desire to retain my business which I think is appalling customer service. Didn’t want much, would’ve been happy with a 48hr tracked delivery label or gift voucher for cost of tracked return.”

Helpful Report

Posted 7 years ago

“Canceled the order 10 min after and been told parcel dispatched next day, while order statue was 'Processing'. They kept saying order was ‘Prepared to dispatch’ and ask me to return it after, while actual dispatch date was 16 DAYs AFTER!!! Then, I contacted them saying I will not be able to receive it any more as they dispatched it too late. Then they tell me the mail office will return to the warehouse, BUT! if there is anything happened (such as Christmas) to the parcel, it is all my responsibility !!! Dont know if I can get my money back eventually”

Helpful Report

Posted 7 years ago

“Apaulling service during Black Friday panic, order placed on the 25th Nov buy the 8th Dec still no order acknowledgement received let alone the actual order, despite contacting Look Fantastic numerous times. They are also withholding a refund as they are saying the order cannot be cancelled. Really disappointed with their incompetence.”

Helpful Report

Posted 7 years ago

“Ordered on 19th November, payment taken that day, estimated dispatch - 20th November. 6th December and I'm still waiting, estimated dispatch still showing as 20th November, order status "processing".... customer services give standard "sorry we are working as hard as we can to dispatch". Awful. At this point I don't know whether I'll ever see all the Christmas shopping I did, or the £102 I spent. Avoid like the plague.”

Helpful Report

Posted 7 years ago

“we did not receive our order, when I chased this up the company were not interested... we are 49.00 pounds out of pocket, do not use this company”

Helpful Report

Posted 7 years ago

“Do not order from this company! They take your money and don’t send your order! Do not order from them!”

Helpful Report

Posted 7 years ago

“EVERYTHING! Ужасный опыт! Никогда не заказывайте там! Мало того, что заказ в статусе "Обрабатывается" уже много дней, но еще и поддержка отвечает автоматическими письмами: подождите 48 часов, 72 часов и так далее. Никакой помощи и ответа. Хотела отменить доставку, понимая, что заказ придет не скоро (если вообще когда-нибудь придет) и я не смогу ее просто принять. Но мне никто не отвечает, деньги вернуть не могу, заказ завис, полный ужас! Написала в группе ВК - никто не отвечает, но нашла много единомышленников: я не одна с таким столкнулась. Полнейший обман! Сняли деньги, а товар по факту не продали - это нарушение закона, и как минимум полная некомпетенция для такого крупного сайта. Я буду писать отзывы на всех форумах и сайтах, чтобы никто больше не столкнулся с мошенниками! Еще надеюсь, что мне все-таки отменят заказ и вернут деньги, но пока полное молчание. Absolutely awful expericence! No personalized answer from support service, no solution to my problem, no feedback at all, they only ask to wait 72 hours, 48 hours and so on. I'm totally dissapointed by such indifferent attitude to their consumers. And I know girls who had the same experience. I can't receive my order, I can't cancel it, I can't return money!!”

Helpful Report

Posted 7 years ago

“terrible experience. the delivery got massively delayed, and yeah.. that can happen, but the worse was the customer service. they took no accountability, total lack of transparency on what was going on or when I could expect the parcel, no effort to resolve. sorry to say.. just do not use them. Amazon has same or better price and 100% reliability”

Helpful Report

Posted 7 years ago

“EXTREMELY UNETHICAL AND UNPROFESSIONAL! I Live in Dubai and ordered a product from LookFantastic and asked them to deliver to my Hotel. They said I should receive it in a week. I kept waiting for a month, then once I followed up, they informed me that they do not guarantee the delivery to a Hotel since anyone can take the product therefore I will not get it. Complete non-sense! So I asked her a multiple of questions which I never had answers to of course since they are so professional. If you do not guarantee the delivery to a Hotel, why didn't you ask me to change the address before? Shouldn't the delivery guy call me before to make sure I'm at the Hotel? I assume you asked for my mobile number for a reason no? In case he went to the Hotel and I wasn't there, shouldn't he give it to the reception? I've been in the Hotel for 5 months now and the staff knows me so they would have informed me in case they received anything. Could you please inform me to whom did your delivery guy give the product to? When and at what time did the guy make the delivery? A list of logical unanswered questions where the support always had the same answer: We do not guarantee Hotel deliveries! The product cost me AED80 (~$20) so it's not a big amount. But it's not about the price, it's about the waste of time, the poor and ridiculous support they have and the way they deliver the products! Wouldn't recommend it at all ...”

Helpful Report

Posted 7 years ago

“A week later and no resolution from Lookfantastic. Their customer promise if to respond within 24 hrs, well, for a week now I have had no resolution to my query. Order number 103346440. you owe me a voucher for the Fusio blow dry. Don't lure customers into buying expensive products by offering a gift and then completely fail to deliver on the promise. You need to make sure your web management works, the link you finally sent me takes me to a list of salons and not to a voucher”

Helpful Report

Posted 7 years ago

“Lookfantastic customer service and web management are very poor indeed. For days I have tried to get a promotional voucher having purchased two expensive Kerastase products, after a week they finally send me an email and within is a link entitled 'your voucher' when I click on the link it takes me to the participating salons and not the voucher I was promised. They have no idea about web management and customer service”

Helpful Report

Posted 7 years ago

“unfortunately, lookfantastic have the worst customer service. I ordered two expensive Kerastase products, which entitled me to a Fusio blow dry. I never received the voucher for the offer, despite many attempts by email and telephone to contact the customer service team. When I finally got through, I was put on hold and finally the line was cut off. I left several phone messages, no response. My order number is 103346440. Do get in touch if you want to retain a customer”

Helpful Report

Posted 7 years ago

“Terrible customer service!! My next day delivery order went missing between dispatch and before reaching the courier. After contacting several times, my order is now 2 weeks late and despite being told several times they'll follow up with the courier and investigate what's happened they still haven't and frustratingly they refuse to refund until they have spoken to the courier. So I am now stuck without either my order or a refund and left having to chase customer services yet again...”

Helpful Report

Posted 7 years ago

Lookfantastic is rated 1.3 based on 1,419 reviews